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This report studies the Contact Center Outsourcing market, covering market size for segment by type (Email Support, Chat Support, etc.), by application (BFSI, Retail, etc.), by sales channel (Direct Channel, Distribution Channel), by player (Acticall Sitel Group, Alorica, Arvato, Atento, Capita, etc.) and by region (North America, Europe, Asia-Pacific, South America and Middle East & Africa).
This report provides detailed historical analysis of global market for Contact Center Outsourcing from 2016-2021, and provides extensive market forecasts from 2022-2030 by region/country and subsectors. It covers the sales/revenue/value, gross margin, historical growth and future perspectives in the Contact Center Outsourcing market.
Moreover, the impact of COVID-19 is also concerned. Since outbreak in December 2019, the COVID-19 virus has spread to all around the world and caused huge losses of lives and economy, and the global manufacturing, tourism and financial markets have been hit hard, while the online market/industry increase. Fortunately, with the development of vaccine and other effort by global governments and organizations, the negative impact of COVID-19 is expected to subside and the global economy is expected to recover.
This research covers COVID-19 impacts on the upstream, midstream and downstream industries. Moreover, this research provides an in-depth market evaluation by highlighting information on various aspects covering market dynamics like drivers, barriers, opportunities, threats, and industry news & trends. In the end, this report also provides in-depth analysis and professional advices on how to face the post COIVD-19 period.
The research methodology used to estimate and forecast this market begins by capturing the revenues of the key players and their shares in the market. Various secondary sources such as press releases, annual reports, non-profit organizations, industry associations, governmental agencies and customs data, have been used to identify and collect information useful for this extensive commercial study of the market. Calculations based on this led to the overall market size. After arriving at the overall market size, the total market has been split into several segments and subsegments, which have then been verified through primary research by conducting extensive interviews with industry experts such as CEOs, VPs, directors, and executives. The data triangulation and market breakdown procedures have been employed to complete the overall market engineering process and arrive at the exact statistics for all segments and subsegments.
Leading players of Contact Center Outsourcing including:
Acticall Sitel Group
Alorica
Arvato
Atento
Capita
Carlyle Group (Comdata)
CGS
Conduent
Datamark
Five9
Grupo Konecta
Hinduja Global Solutions (HGS)
HKT Teleservices
HP
IBM
Infinit Contact
Invensis Technologies
Runway
SERCO GROUP
Sitel
StarTek
Sykes
Synnex
Telekom Malaysia (VADS)
Teleperformance
Transcom
Transcosmos
TTEC
Webhelp
Xerox Corporation
Market split by Type, can be divided into:
Email Support
Chat Support
Voice Over IP (VoIP)
Website Support
Others
Market split by Application, can be divided into:
BFSI
Retail
Government
IT & Telecommunication
Healthcare
Market split by Sales Channel, can be divided into:
Direct Channel
Distribution Channel
Market segment by Region/Country including:
North America (United States, Canada and Mexico)
Europe (Germany, UK, France, Italy, Russia and Spain etc.)
Asia-Pacific (China, Japan, Korea, India, Australia and Southeast Asia etc.)
South America (Brazil, Argentina and Colombia etc.)
Middle East & Africa (South Africa, UAE and Saudi Arabia etc.)
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Table of Contents
Chapter 1 Contact Center Outsourcing Market Overview
1.1 Contact Center Outsourcing Definition
1.2 Global Contact Center Outsourcing Market Size Status and Outlook (2016-2030)
1.3 Global Contact Center Outsourcing Market Size Comparison by Region (2016-2030)
1.4 Global Contact Center Outsourcing Market Size Comparison by Type (2016-2030)
1.5 Global Contact Center Outsourcing Market Size Comparison by Application (2016-2030)
1.6 Global Contact Center Outsourcing Market Size Comparison by Sales Channel (2016-2030)
1.7 Contact Center Outsourcing Market Dynamics (COVID-19 Impacts)
1.7.1 Market Drivers/Opportunities
1.7.2 Market Challenges/Risks
1.7.3 Market News (Mergers/Acquisitions/Expansion)
1.7.4 COVID-19 Impacts
1.7.5 Post-Strategies of COVID-19
Chapter 2 Contact Center Outsourcing Market Segment Analysis by Player
2.1 Global Contact Center Outsourcing Sales and Market Share by Player (2019-2021)
2.2 Global Contact Center Outsourcing Revenue and Market Share by Player (2019-2021)
2.3 Global Contact Center Outsourcing Average Price by Player (2019-2021)
2.4 Players Competition Situation & Trends
2.5 Conclusion of Segment by Player
Chapter 3 Contact Center Outsourcing Market Segment Analysis by Type
3.1 Global Contact Center Outsourcing Market by Type
3.1.1 Email Support
3.1.2 Chat Support
3.1.3 Voice Over IP (VoIP)
3.1.4 Website Support
3.1.5 Others
3.2 Global Contact Center Outsourcing Sales and Market Share by Type (2016-2021)
3.3 Global Contact Center Outsourcing Revenue and Market Share by Type (2016-2021)
3.4 Global Contact Center Outsourcing Average Price by Type (2016-2021)
3.5 Leading Players of Contact Center Outsourcing by Type in 2021
3.6 Conclusion of Segment by Type
Chapter 4 Contact Center Outsourcing Market Segment Analysis by Application
4.1 Global Contact Center Outsourcing Market by Application
4.1.1 BFSI
4.1.2 Retail
4.1.3 Government
4.1.4 IT & Telecommunication
4.1.5 Healthcare
4.2 Global Contact Center Outsourcing Revenue and Market Share by Application (2016-2021)
4.3 Leading Consumers of Contact Center Outsourcing by Application in 2021
4.4 Conclusion of Segment by Application
Chapter 5 Contact Center Outsourcing Market Segment Analysis by Sales Channel
5.1 Global Contact Center Outsourcing Market by Sales Channel
5.1.1 Direct Channel
5.1.2 Distribution Channel
5.2 Global Contact Center Outsourcing Revenue and Market Share by Sales Channel (2016-2021)
5.3 Leading Distributors/Dealers of Contact Center Outsourcing by Sales Channel in 2021
5.4 Conclusion of Segment by Sales Channel
Chapter 6 Contact Center Outsourcing Market Segment Analysis by Region
6.1 Global Contact Center Outsourcing Market Size and CAGR by Region (2016-2030)
6.2 Global Contact Center Outsourcing Sales and Market Share by Region (2016-2021)
6.3 Global Contact Center Outsourcing Revenue and Market Share by Region (2016-2021)
6.4 North America
6.4.1 North America Market by Country
6.4.2 North America Contact Center Outsourcing Market Share by Type
6.4.3 North America Contact Center Outsourcing Market Share by Application
6.4.4 United States
6.4.5 Canada
6.4.6 Mexico
6.5 Europe
6.5.1 Europe Market by Country
6.5.2 Europe Contact Center Outsourcing Market Share by Type
6.5.3 Europe Contact Center Outsourcing Market Share by Application
6.5.4 Germany
6.5.5 UK
6.5.6 France
6.5.7 Italy
6.5.8 Russia
6.5.9 Spain
6.6 Asia-Pacific
6.6.1 Asia-Pacific Market by Country
6.6.2 Asia-Pacific Contact Center Outsourcing Market Share by Type
6.6.3 Asia-Pacific Contact Center Outsourcing Market Share by Application
6.6.4 China
6.6.5 Japan
6.6.6 Korea
6.6.7 India
6.6.8 Southeast Asia
6.6.9 Australia
6.7 South America
6.7.1 South America Market by Country
6.7.2 South America Contact Center Outsourcing Market Share by Type
6.7.3 South America Contact Center Outsourcing Market Share by Application
6.7.4 Brazil
6.7.5 Argentina
6.7.6 Colombia
6.8 Middle East & Africa
6.8.1 Middle East & Africa Market by Country
6.8.2 Middle East & Africa Contact Center Outsourcing Market Share by Type
6.8.3 Middle East & Africa Contact Center Outsourcing Market Share by Application
6.8.4 UAE
6.8.5 Saudi Arabia
6.8.6 South Africa
6.9 Conclusion of Segment by Region
Chapter 7 Profile of Leading Contact Center Outsourcing Players
7.1 Acticall Sitel Group
7.1.1 Company Snapshot
7.1.2 Product/Service Offered
7.1.3 Business Performance (Sales, Price, Revenue, Gross Margin and Market Share)
7.2 Alorica
7.3 Arvato
7.4 Atento
7.5 Capita
7.6 Carlyle Group (Comdata)
7.7 CGS
7.8 Conduent
7.9 Datamark
7.10 Five9
7.11 Grupo Konecta
7.12 Hinduja Global Solutions (HGS)
7.13 HKT Teleservices
7.14 HP
7.15 IBM
7.16 Infinit Contact
7.17 Invensis Technologies
7.18 Runway
7.19 SERCO GROUP
7.20 Sitel
7.21 StarTek
7.22 Sykes
7.23 Synnex
7.24 Telekom Malaysia (VADS)
7.25 Teleperformance
7.26 Transcom
7.27 Transcosmos
7.28 TTEC
7.29 Webhelp
7.30 Xerox Corporation
Chapter 8 Upstream and Downstream Analysis of Contact Center Outsourcing
8.1 Industrial Chain of Contact Center Outsourcing
8.2 Upstream of Contact Center Outsourcing
8.3 Downstream of Contact Center Outsourcing
Chapter 9 Development Trend of Contact Center Outsourcing (2022-2030)
9.1 Global Contact Center Outsourcing Market Size (Sales and Revenue) Forecast (2022-2030)
9.2 Global Contact Center Outsourcing Market Size and CAGR Forecast by Region (2022-2030)
9.3 Global Contact Center Outsourcing Market Size and CAGR Forecast by Type (2022-2030)
9.4 Global Contact Center Outsourcing Market Size and CAGR Forecast by Application (2022-2030)
9.5 Global Contact Center Outsourcing Market Size and CAGR Forecast by Sales Channel (2022-2030)
Chapter 10 Appendix
10.1 Research Methodology
10.2 Data Sources
10.3 Disclaimer
10.4 Analysts Certification
List of Tables and Figures
Figure Contact Center Outsourcing Example
Figure Global Contact Center Outsourcing Revenue (Million $) Status and Outlook (2016-2030)
Figure Global Contact Center Outsourcing Revenue (Million $) Comparison by Region (2016-2030)
Figure Global Contact Center Outsourcing Revenue (Million $) Comparison by Type (2016-2030)
Figure Global Contact Center Outsourcing Revenue (Million $) Comparison by Application (2016-2030)
Figure Global Contact Center Outsourcing Revenue (Million $) Comparison by Sales Channel (2016-2030)
Table Global Contact Center Outsourcing Sales by Player (2019-2021)
Table Global Contact Center Outsourcing Sales Market Share by Player (2019-2021)
Figure Global Contact Center Outsourcing Sales Market Share by Player in 2021
Table Global Contact Center Outsourcing Revenue (Million $) by Player (2019-2021)
Table Global Contact Center Outsourcing Revenue Market Share by Player (2019-2021)
Figure Global Contact Center Outsourcing Revenue Market Share by Player in 2021
Table Global Contact Center Outsourcing Average Price by Player (2019-2021)
Figure Global Contact Center Outsourcing Average Price by Player in 2021
Figure Global Contact Center Outsourcing Players Competition Situation Top 5 Players Revenue Market Share in 2019
Figure Global Contact Center Outsourcing Players Competition Trends Top 5 Players Revenue Market Share in 2021
Figure Example of Email Support
Figure Global Email Support Revenue (Million $) and Growth Rate (2016-2021)
Figure Example of Chat Support
Figure Global Chat Support Revenue (Million $) and Growth Rate (2016-2021)
Figure Example of Voice Over IP (VoIP)
Figure Global Voice Over IP (VoIP) Revenue (Million $) and Growth Rate (2016-2021)
Figure Example of Website Support
Figure Global Website Support Revenue (Million $) and Growth Rate (2016-2021)
Figure Example of Others
Figure Global Others Revenue (Million $) and Growth Rate (2016-2021)
Table Global Contact Center Outsourcing Sales by Type (2016-2021)
Table Global Contact Center Outsourcing Sales Market Share by Type (2016-2021)
Figure Global Contact Center Outsourcing Sales Market Share by Type in 2021
Table Global Contact Center Outsourcing Revenue (Million $) by Type (2016-2021)
Table Global Contact Center Outsourcing Revenue Market Share by Type (2016-2021)
Figure Global Contact Center Outsourcing Revenue Market Share by Type in 2021
Table Global Contact Center Outsourcing Average Price by Type (2016-2021)
Figure Global Contact Center Outsourcing Average Price by Type in 2021
Table Leading Players of Contact Center Outsourcing by Type in 2021
Figure Example of BFSI
Figure Global Contact Center Outsourcing for BFSI Revenue (Million $) and Growth Rate (2016-2021)
Figure Example of Retail
Figure Global Contact Center Outsourcing for Retail Revenue (Million $) and Growth Rate (2016-2021)
Figure Example of Government
Figure Global Contact Center Outsourcing for Government Revenue (Million $) and Growth Rate (2016-2021)
Figure Example of IT & Telecommunication
Figure Global Contact Center Outsourcing for IT & Telecommunication Revenue (Million $) and Growth Rate (2016-2021)
Figure Example of Healthcare
Figure Global Contact Center Outsourcing for Healthcare Revenue (Million $) and Growth Rate (2016-2021)
Table Global Contact Center Outsourcing Sales by Application (2016-2021)
Table Global Contact Center Outsourcing Sales Market Share by Application (2016-2021)
Figure Global Contact Center Outsourcing Sales Market Share by Application in 2021
Table Leading Consumers of Contact Center Outsourcing by Application in 2021
Figure Example of Direct Channel
Figure Global Contact Center Outsourcing for Direct Channel Revenue (Million $) and Growth Rate (2016-2021)
Figure Example of Distribution Channel
Figure Global Contact Center Outsourcing for Distribution Channel Revenue (Million $) and Growth Rate (2016-2021)
Table Global Contact Center Outsourcing Revenue by Sales Channel (2016-2021)
Table Global Contact Center Outsourcing Revenue Market Share by Sales Channel (2016-2021)
Figure Global Contact Center Outsourcing Revenue Market Share by Sales Channel in 2021
Table Leading Distributors/Dealers of Contact Center Outsourcing by Sales Channel in 2021
Table Global Contact Center Outsourcing Market Size and CAGR by Region (2016-2030)
Table Global Contact Center Outsourcing Sales by Region (2016-2021)
Table Global Contact Center Outsourcing Sales Market Share by Region (2016-2021)
Figure Global Contact Center Outsourcing Sales Market Share by Region in 2021
Table Global Contact Center Outsourcing Revenue (Million $) by Region (2016-2021)
Table Global Contact Center Outsourcing Revenue Market Share by Region (2016-2021)
Figure Global Contact Center Outsourcing Revenue Market Share by Region in 2021
Table North America Contact Center Outsourcing Sales by Country (2016-2021)
Figure North America Contact Center Outsourcing Sales Market Share by Country (2016-2021)
Table North America Contact Center Outsourcing Revenue by Country (2016-2021)
Figure North America Contact Center Outsourcing Revenue Market Share by Country (2016-2021)
Figure North America Contact Center Outsourcing Market Share by Type in 2021
Figure North America Contact Center Outsourcing Market Share by Application in 2021
Figure United States Contact Center Outsourcing Sales and Growth Rate (2016-2021)
Figure United States Contact Center Outsourcing Revenue (Million $) and Growth Rate (2016-2021)
Figure Canada Contact Center Outsourcing Sales and Growth Rate (2016-2021)
Figure Canada Contact Center Outsourcing Revenue (Million $) and Growth Rate (2016-2021)
Figure Mexico Contact Center Outsourcing Sales and Growth Rate (2016-2021)
Figure Mexico Contact Center Outsourcing Revenue (Million $) and Growth Rate (2016-2021)
Table Europe Contact Center Outsourcing Sales by Country (2016-2021)
Figure Europe Contact Center Outsourcing Sales Market Share by Country (2016-2021)
Table Europe Contact Center Outsourcing Revenue by Country (2016-2021)
Figure Europe Contact Center Outsourcing Revenue Market Share by Country (2016-2021)
Figure Europe Contact Center Outsourcing Market Share by Type in 2021
Figure Europe Contact Center Outsourcing Market Share by Application in 2021
Figure Germany Contact Center Outsourcing Sales and Growth Rate (2016-2021)
Figure Germany Contact Center Outsourcing Revenue (Million $) and Growth Rate (2016-2021)
Figure UK Contact Center Outsourcing Sales and Growth Rate (2016-2021)
Figure UK Contact Center Outsourcing Revenue (Million $) and Growth Rate (2016-2021)
Figure France Contact Center Outsourcing Sales and Growth Rate (2016-2021)
Figure France Contact Center Outsourcing Revenue (Million $) and Growth Rate (2016-2021)
Figure Italy Contact Center Outsourcing Sales and Growth Rate (2016-2021)
Figure Italy Contact Center Outsourcing Revenue (Million $) and Growth Rate (2016-2021)
Figure Russia Contact Center Outsourcing Sales and Growth Rate (2016-2021)
Figure Russia Contact Center Outsourcing Revenue (Million $) and Growth Rate (2016-2021)
Figure Spain Contact Center Outsourcing Sales and Growth Rate (2016-2021)
Figure Spain Contact Center Outsourcing Revenue (Million $) and Growth Rate (2016-2021)
Table Asia-Pacific Contact Center Outsourcing Sales by Country (2016-2021)
Figure Asia-Pacific Contact Center Outsourcing Sales Market Share by Country (2016-2021)
Table Asia-Pacific Contact Center Outsourcing Revenue by Country (2016-2021)
Figure Asia-Pacific Contact Center Outsourcing Revenue Market Share by Country (2016-2021)
Figure Asia-Pacific Contact Center Outsourcing Market Share by Type in 2021
Figure Asia-Pacific Contact Center Outsourcing Market Share by Application in 2021
Figure China Contact Center Outsourcing Sales and Growth Rate (2016-2021)
Figure China Contact Center Outsourcing Revenue (Million $) and Growth Rate (2016-2021)
Figure Japan Contact Center Outsourcing Sales and Growth Rate (2016-2021)
Figure Japan Contact Center Outsourcing Revenue (Million $) and Growth Rate (2016-2021)
Figure Korea Contact Center Outsourcing Sales and Growth Rate (2016-2021)
Figure Korea Contact Center Outsourcing Revenue (Million $) and Growth Rate (2016-2021)
Figure India Contact Center Outsourcing Sales and Growth Rate (2016-2021)
Figure India Contact Center Outsourcing Revenue (Million $) and Growth Rate (2016-2021)
Figure Southeast Asia Contact Center Outsourcing Sales and Growth Rate (2016-2021)
Figure Southeast Asia Contact Center Outsourcing Revenue (Million $) and Growth Rate (2016-2021)
Figure Australia Contact Center Outsourcing Sales and Growth Rate (2016-2021)
Figure Australia Contact Center Outsourcing Revenue (Million $) and Growth Rate (2016-2021)
Table South America Contact Center Outsourcing Sales by Country (2016-2021)
Figure South America Contact Center Outsourcing Sales Market Share by Country (2016-2021)
Table South America Contact Center Outsourcing Revenue by Country (2016-2021)
Figure South America Contact Center Outsourcing Revenue Market Share by Country (2016-2021)
Figure South America Contact Center Outsourcing Market Share by Type in 2021
Figure South America Contact Center Outsourcing Market Share by Application in 2021
Figure Brazil Contact Center Outsourcing Sales and Growth Rate (2016-2021)
Figure Brazil Contact Center Outsourcing Revenue (Million $) and Growth Rate (2016-2021)
Figure Argentina Contact Center Outsourcing Sales and Growth Rate (2016-2021)
Figure Argentina Contact Center Outsourcing Revenue (Million $) and Growth Rate (2016-2021)
Figure Colombia Contact Center Outsourcing Sales and Growth Rate (2016-2021)
Figure Colombia Contact Center Outsourcing Revenue (Million $) and Growth Rate (2016-2021)
Table Middle East & Africa Contact Center Outsourcing Sales by Country (2016-2021)
Figure Middle East & Africa Contact Center Outsourcing Sales Market Share by Country (2016-2021)
Table Middle East & Africa Contact Center Outsourcing Revenue by Country (2016-2021)
Figure Middle East & Africa Contact Center Outsourcing Revenue Market Share by Country (2016-2021)
Figure Middle East & Africa Contact Center Outsourcing Market Share by Type in 2021
Figure Middle East & Africa Contact Center Outsourcing Market Share by Application in 2021
Figure UAE Contact Center Outsourcing Sales and Growth Rate (2016-2021)
Figure UAE Contact Center Outsourcing Revenue (Million $) and Growth Rate (2016-2021)
Figure Saudi Arabia Contact Center Outsourcing Sales and Growth Rate (2016-2021)
Figure Saudi Arabia Contact Center Outsourcing Revenue (Million $) and Growth Rate (2016-2021)
Figure South Africa Contact Center Outsourcing Sales and Growth Rate (2016-2021)
Figure South Africa Contact Center Outsourcing Revenue (Million $) and Growth Rate (2016-2021)
Table Company Snapshot of Acticall Sitel Group
Table Contact Center Outsourcing Introduction of Acticall Sitel Group
Table Contact Center Outsourcing Sales, Price, Revenue, Gross Margin and Market Share of Acticall Sitel Group (2019-2021)
Table Industrial Chain of Contact Center Outsourcing
Table Manufacturing Cost Structure of Contact Center Outsourcing
Table General Manufacturing Process of Contact Center Outsourcing
Table Leading Distributors/Dealers of Contact Center Outsourcing
Table Leading Consumers of Contact Center Outsourcing
Figure Global Contact Center Outsourcing Sales and Growth Rate Forecast (2022-2030)
Figure Global Contact Center Outsourcing Revenue and Growth Rate Forecast (2022-2030)
Table Global Contact Center Outsourcing Market Size and CAGR Forecast by Region (2022-2030)
Table Global Contact Center Outsourcing Market Size and CAGR Forecast by Type (2022-2030)
Table Global Contact Center Outsourcing Market Size and CAGR Forecast by Application (2022-2030)
Table Global Contact Center Outsourcing Market Size and CAGR Forecast by Sales Channel (2022-2030)
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